NCR Atleos is a leader in expanding financial access, headquartered in Atlanta. They are seeking a detail-oriented Help Desk Representative II to support ATM operations and provide technical assistance to both internal and external stakeholders in a fast-paced environment.
Responsibilities
- Diagnose ATM issues by understanding current device states and providing accurate resolutions
- Communicate effectively with internal and external customers, adjusting language and tone to meet their needs
- Act as a liaison between Technical Support, Account Managers, and other Cardtronics personnel to resolve escalated issues
- Create, review, and close support tickets while maintaining accurate customer records
- Answer inbound calls from clients, customers, and external vendors
- Follow call trees to route calls appropriately based on caller needs
- Handle Regulation E/Card Trace inquiries with professionalism and accuracy
- Make outbound calls to clients, customers, and vendors for follow-up and troubleshooting
- Provide basic technical support and ask probing questions to assist field technicians
- Work across multiple systems simultaneously to resolve issues
- Monitor and respond to multiple email inboxes within defined SLAs
- Manage internal/external reports and provide timely status updates
- Follow up on open investigations to ensure resolution and closure
- Participate in special projects as assigned by management
Skills
- High School diploma or equivalent required; Bachelor's degree preferred
- Minimum 1 year of customer service or call center experience, preferably in a technical support environment
- Experience handling inbound and outbound calls in a call center setting
- Proficiency in Windows XP and Microsoft Outlook, Word, and Excel
- Ability to type at least 50 words per minute
- Strong decision-making and problem-solving skills
- Flexibility to work various shifts, including evenings, weekends, and holidays
- Must pass applicable background screening
- Bachelor's degree preferred
Benefits
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Short/Long Term Disability
- Paid Vacation
- 401k
Company Overview
NCR Atleos provides banks and retailers with technological solutions to reduce operational complexity and increase customer experiences. It was founded in 2023, and is headquartered in Atlanta, Georgia, USA, with a workforce of 10001+ employees. Its website is https://www.ncratleos.com.
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